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Jason Jones
Jason Jones, Network Technician
Category: Networking
Satisfied Customers: 25767
Experience:  Years of experience and education.
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Moved into a new house a couple of weeks with a toshiba

Customer Question

Moved into a new house a couple of weeks with a toshiba 49u6863db. No user manual and can’t connect to the wireless internet. I have high speed wireless internet working on my phone
Assistant: Are you able to connect using an ethernet cable?
Customer: No
Assistant: Which lights are colored and/or blinking on your router?
Customer: All green. I know it’s working for my phone and Mac laptop.
Assistant: Happy to help. Want a weekly JustAnswer email to help with other issues? If so, what's your email address? And if you'd still like to talk to the Network Expert, I'll connect you shortly.
Customer:***@******.***
Assistant: Anything else you want the Network Expert to know before I connect you?
Customer: no
Submitted: 7 months ago.
Category: Networking
Expert:  Jason Jones replied 7 months ago.

Hello,

Welcome to JustAnswer.com. My name is***** and I look forward to helping you.
I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

When you attempt to connect the device to the wireless signal, what happens?

Thank you,
Jason Jones

Customer: replied 7 months ago.
If I go to settings and then network my high speed network does appear. My other wireless devices work fine and my download speeds are 100 to 130 so very quick
Expert:  Jason Jones replied 7 months ago.

Are you able to see the low speed network?

Customer: replied 7 months ago.
That too costly. I thought it was less. £5.00
Expert:  Jason Jones replied 7 months ago.

I can only assume that you are referring to the automatic offers that are put up on the screen. I have no control over those offers. You may ignore them. Let's continue, shall we?

Customer: replied 7 months ago.
Not sure what that means. I can’t afford £22
Expert:  Jason Jones replied 7 months ago.

It means that you may ignore any offer that costs more.

Are you able to see the low speed network?

Customer: replied 7 months ago.
Low speed network. I only have one network which is high speed. But as I say it works for all
My other electronics.
Expert:  Jason Jones replied 7 months ago.

Thank you for responding. Does the device see any other signals?

Customer: replied 7 months ago.
None
Expert:  Jason Jones replied 7 months ago.

Okay, so the Toshiba device doesn't see any wireless signals at all?

Customer: replied 7 months ago.
If I press scan wireless networks
A box comes up and says authorisation failed.
Expert:  Jason Jones replied 7 months ago.

That's not how it should work. Do you see your signal name in the list there? Do you see the old signal? If you see the old signal, delete that wireless profile and re-scan for networks. What happens now?

Customer: replied 7 months ago.
Theres no network appearing old or new.
Expert:  Jason Jones replied 7 months ago.

That is quite odd. Have you already factory reset the TV to it's defaults? If not, please do so. Once that is complete, are you able to see signals?

Customer: replied 7 months ago.
Not sure how to reset to factory settings
Expert:  Jason Jones replied 7 months ago.

On the TV, using the arrow keys on the remote (or volume / channel on the TV), select SETTINGS > SETUP > RESET TV and press ENTER.

Customer: replied 7 months ago.
Where is setup? Any find it under any menu
Expert:  Jason Jones replied 7 months ago.

What words do you see?

Customer: replied 7 months ago.
Picture sound network installation system manuals
Expert:  Jason Jones replied 7 months ago.

Choose System. Which options are you given now?

Customer: replied 7 months ago.
Doesn’t appear under system. Everything but factory reset
Expert:  Jason Jones replied 7 months ago.

What appears under System?

Customer: replied 7 months ago.
20 different items
Expert:  Jason Jones replied 7 months ago.

Okay, do see anything regarding reset or factory defaults?

Customer: replied 7 months ago.
Nothing under network or manual
State any kind of reset
Expert:  Jason Jones replied 7 months ago.

It should be in the System or General section.

Customer: replied 7 months ago.
Under system is condition access, language, privacy parental, date time, sources, accessibility Netflix, menu timeout, standby software upgrade application brtsionsuto tv off, store mode audio video sharing power up mode and virtual remote, cec
Customer: replied 7 months ago.
That’s application version. Auto tv off
Expert:  Jason Jones replied 7 months ago.

Please, follow the instructions on this page to reset the TV: https://www.youtube.com/watch?v=74E4gXlGyf8

Customer: replied 7 months ago.
It’s wall mounted. Can’t access by myself as its a 49” tv and YouTube doesn’t relate to my tv
Expert:  Jason Jones replied 7 months ago.

The "Youtube" video is a video that will show you how to factory reset the TV. So, please watch the video and follow along with it and reset the TV.

Customer: replied 7 months ago.
Like I said it a very large tv and I can’t access the back to unplug it.
Not sure we can progress.
Expert:  Jason Jones replied 7 months ago.

Oh, you can unplug the other end of that power cable. Either unplug it from the wall or the surge protector.

Customer: replied 7 months ago.
There is no cable as it plugged in directly behind the TV. I did find the network after pushing the wps. That brought it up but put my password ***** 5 times and says authorisation failed.
Expert:  Jason Jones replied 7 months ago.

Are you using the password ***** is printed on the bottom of the modem?

Customer: replied 7 months ago.
Same password ***** use for my other electronics and provide guests who need to get on wireless.
Expert:  Jason Jones replied 7 months ago.

Instead, please use the WPS option. After you choose the WPS option on the TV, press and hold the WPS button on the wireless modem for eight seconds and let go. As a note, you must press the button on the modem within 2 minutes after you do so on the TV. When you do so, does it automatically connect?

Customer: replied 7 months ago.
Network connected after holding WPS 8 seconds. Gotta sign off now mate.
Expert:  Jason Jones replied 7 months ago.

I am very glad to hear that. You are all set up.

Thank you,

Jason Jones

Customer: replied 7 months ago.
Thanks for help.
Expert:  Jason Jones replied 7 months ago.

You are most welcome.

Expert:  Jason Jones replied 7 months ago.

Hello again friend,

I hope that I am not bothering you today. I'm also hopeful that my answer helped. I always like to ask if any problem surfaced or if any additional help is needed a day or so after my last response. If there is something else that I can help with, please let me know and I will be happy to continue with you.

Thank you for allowing me the privilege to assist you,

Jason Jones

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